FLORENCE OMARI
Borteyman
Summary
Diligent customer service professional with years of experience across multiple entities, successful at satisfying varying customer classes with creative and knowledge based solutions. Experienced in solving problems with empathy and diplomacy to ensure outcomes satisfying to all parties, without sacrificing high standards, procedures or regulatory requirements.
Desire to advance to be a leader in customer experience offering.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Officer
The Beige Bank, now Consolidated Bank Ghana Ltd
11.2017 - Current
- Customer service officer (CSO) for the North Industrial Area branch
- Responsible for the management of the front desk of the branch and to provide efficient and professional front-line services to customers and create a welcoming atmosphere for all visitors to the branch
- Maintain contact with new and existing customers on routine account management activities
- Ensure proper documentation for all new bank's products and services
- ATM custodian for the branch
- Able to perform branch operation officer duties in the absence of the operations officer
- Key Responsibilities:
- Ensure effective and timely service delivery to customers at all customer service units and manage the front desk
- Always Ensure a customer friendly disposition
- Review account opening documents and ensure timely opening of the accounts in the system for all requests with the required documents or with the appropriate deferrals
- Ensure prompt TAT in line with service level
- Ensure timely preparation and rendition of reports to internal and external parties as required from time to time
- Timely acknowledgment of cheque issued in the system
- Processing customer’s cheque requests, atm card requests, statement request and signing customers on the bank’s E-channel products within the agreed SLA
- Maintenance of up-to-date registers for customers’ transactions and instructions as required under the existing policies and procedures
- Leverage on knowledge on product and service offerings to contribute to the realization of overall sales targets by identifying potential customers for new accounts recommendation / to cross-sell other products
- Enhance relationship of our customers especially the top 100 and serve as the first point of call in resolving customer concerns/complaints
- Impart knowledge on excellent customer service to colleagues at the back office to achieve the overall objectives of the bank
- Promote the business of The Bank through excellent relationships with all stakeholders
- scrutinize customer support procedures and collaborated with colleagues to eliminate audit issues.
- Control ATM cash according to laid-down instructions
- Balance cash at the required intervals
- Report any overage or shortage in ATM cash promptly
- Ensure that ATM cash is safeguarded against unnecessary and preventable loss
- Ensure that the ATM is adequately stoked with cash
- Ensure that potential faults that could cause equipment to malfunction are identified and resolved on time
- Ensure that all ATM terminals are kept clean and maintained in good condition.
- Assisted call-in customers with questions and orders.
Teller
Beige Capital Savings and Loans
11.2015 - 10.2017
- I was a teller at the Kokomlemle branch of Beige Capital Savings and Loans
- I ensured that payments which includes cash payments, cheque payments and remittance products were effectively and efficiently effected, and customers attended to promptly, timely and finally to wow all customers and visitors while ensuring that the bank’s turnaround time is maintained
- In the course of carrying out my daily activities, I ensure the bank does not experience any loss.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Finance Officer
Dalex Finance and Leasing Company Limited
05.2015 - 08.2015
- I was in the finance department as a finance officer for fixed income loans
- I was responsible for Fixed Income loans, refunds and funds for operational activities via mobile money transfers
- Reconcile e-payment reports and prepare the End of Day report
- I post all transactions effected daily into Tally
- Send Daily FIL Disbursement reports via email to all relevant officers.
Contract Staff
E-Process
09.2013 - 01.2015
- S.A (Group Operations)
- Duties :
- I was in the Alternate channels team where we receive Ecobank Ghana customers complaints and we resolve them at our desk, those complaints that need to be escalated to the appropriate departments for resolution were also done
- I ensured all complaints received at our desk are logged in the complaint’s tracker
- I also ensured all escalated complaints are properly dealt with and customers satisfied with the resolution
- I ensured complaints received are resolved within the agreed SLA (service level agreement) and service request closed when a complaint is resolved and customer satisfied
- Reports were done on weekly basis to determine resolution rate of complaints received within the week according to the agreed SLA
- I also handled general enquiries, requests and complaints that were received through ecobankenquiries@ecobank.com
- I handled bulk SMS projects for some branches in Ecobank Ghana
- (I was awarded the employee of the quarter for the last quarter of 2014).
National Service Staff
E-Process
09.2013 - 08.2014
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
Intern
Vodafone Head Office
06.2012 - 07.2012
- Assisted in the Commercial Performance Department in the Commercial function
- Writing reports on accumulated data from finance department and registering Vodafone agents.
Intern
Intercom Programming and Manufacturing Company Limited (IPMC)
06.2011 - 07.2011
- Assisted a marketing executive in the marketing department
- Scheduled appointments with potential clients.
Education
Bachelor of Arts - Economics And Mathematics
University of Ghana
Legon2013
West African Senior School Certificate Examination - Business
Accra Girls’ Senior High School
Accra2008
Basic Education Certificate -
Seven Great Princes Academy
2005
Skills
- SKILLS AND STRENGTHS
- Ability to achieve objectives and manage time effectively
- Issue and Complaint Resolution
- Customer Retention Strategies
- Understanding Customer Needs
- Quality Assurance Monitoring
- Customer Support
- Service Recommendations
- Call Center Operations
- Ability to establish and maintain effective working relations with everyone including
- People of different nationalities and cultures, with respect to diversity
- Ability to adopt a co-operative approach to problem solving
Certification
Anti-Money Laundering training (Done Annually)
November 2017(National Banking College)
Branch Operations and Risk Management
November 2017(Alkan Business Consult)
Professionalism and Excellence in Banking (Intermediate Module)
December 2008- May 2009
Trained on ITQP (Information Technology Qualified Profession) at IPMC
Languages
English
Advanced (C1)
Twi
Advanced (C1)
Ga
Intermediate (B1)
Timeline
Customer Service Officer
The Beige Bank, now Consolidated Bank Ghana Ltd
11.2017 - Current
Teller
Beige Capital Savings and Loans
11.2015 - 10.2017
Finance Officer
Dalex Finance and Leasing Company Limited
05.2015 - 08.2015
Contract Staff
E-Process
09.2013 - 01.2015
National Service Staff
E-Process
09.2013 - 08.2014
Intern
Vodafone Head Office
06.2012 - 07.2012
Intern
Intercom Programming and Manufacturing Company Limited (IPMC)
06.2011 - 07.2011
Bachelor of Arts - Economics And Mathematics
University of Ghana
West African Senior School Certificate Examination - Business
Accra Girls’ Senior High School
Basic Education Certificate -
Seven Great Princes Academy
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